76,453 Customer Satisfaction jobs in the United States

Vaco is hiring for a SR Customer Satisfaction Technical Specialist
Location: Oakland Park, FL
Schedule: Schedules could be 5 days 8 hours or 4 days 10 hours.
Compensation: $33-$38/hour

Please Note: This position is NOT an IT technical support role. The successful candidate will provide support related to automotive issues and must have knowledge and experience in automotive, mobility, or mechanical/electromechanical environments.

Provides outstanding service experience and ensures customers' expectations are consistently met and exceeded.

Deliverables & Responsibilities

1. Provides outstanding customer experience

• Goes above & beyond to build customer relationship with new & returning customers

• Responsible for inbound/outbound calls and written customer correspondence
• Provides technical support, and demonstrates solid knowledge and understanding of company products
• Maintains professional demeanor and customer focus at all times when representing the company

• Timely and accurately processes product, service orders, and RMA's
• Completes order transactions and forwards orders to be filled
• Provides effective admin support
• Assist with maintaining and organizing customer order and invoice files
• Assists with maintaining a cleaned and organized CS Dept
• Performs other duties as assigned

Education, Experience & Skills

• Associates Degree

• 5-8 years in automotive customer service, inside sales, or technical support roles
• In-depth knowledge of technical specs, product troubleshooting, and customer issue resolution
• Superior interpersonal and communications skills (oral & written)
• Electromechanical aptitude (highly desired)
• Customer oriented, able to work in a fast paced environment while dealing with stressful situations
• Computer skills; email & general business software (e.g. MS Office, Outlook, PowerPoint, etc.)
• Highly motivated and results oriented individual able to work independently and as a team
• Demonstrated efficient Time Management and Organization skills
• Demonstrated Analytical and Problem Solving/Resolution skills
• Intermediate Math and Reading Comprehension skills
• Automotive experience
• Experienced with ERP/CRM systems and documenting technical cases
• Specialized product knowledge
• Reading schematics or technical documents
• Supporting technical troubleshooting

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

**Job Title:**
Customer Experience Support
**Department:**
Administration, Facilities & Secretarial
**Country:**
United States of America
**State/Province:**
Arkansas
**City:**
Lowell
**Full/Part Time:**
Full time
**Job Summary:**
Under direct supervision, this position is responsible for performing highly detailed clerical tasks and general clerical support to various teams
**Job Description:**
**Key Responsibilities:**
- Book loads and enter orders tendered from customers. Schedule pick-up and delivery, trace and obtain load updates, and assist internal customers with problems on loads. Monitor freight in transit and customer location requests for appointments
- Perform general administrative duties, clerical duties (processing and coding documents, maintaining records and files, etc.) and compile and arrange data
**Qualifications:**
**Minimum Qualification:**
+ High School Diploma/GED with less than 1 year of working experience
+ Preferred Qualification:
+ Ability to communicate effectively
+ Ability to multitask
+ Ability to prioritize
+ Ability to quickly learn new systems
+ Keyboarding and typing
+ Ability to meet or exceed customer needs and expectations and provide excellent service
+ Ability to process information with high levels of accuracy
This position is not eligible for employment-based sponsorship.
**Compensation:**
Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company's bonus and incentive plans, as applicable and in effect from time to time.
**Benefits:**
The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.
**Education:**
GED (Required), High School (Required)
**Work Experience:**
Customer Service/Account Manager, Sales, Transportation/Logistics
**Job Opening ID:**
00599004 Customer Experience Support (Open)
**_"This job description has been designed to indicate the general nature and level of work performed by employees within this_** **_classification._** **_It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job._**
**_To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions."_**
**_J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law._**
**Fortune 500 experience. Career advancement. Nationwide relocation possibilities.**
Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics, offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.
**Why J.B. Hunt?**
J.B. Hunt is a leading transportation and logistics company for one simple reason - our people. The career possibilities and benefits of working at J.B. Hunt are endless. From competitive salary and benefits packages, to defined career paths and growth opportunities, we take care of our people and take great pride in our efforts to build and sustain an inclusive workplace for all employees.
**What are we looking for?**
J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all departments. Whether you are fresh out of school or bring years of industry experience, a role at J.B. Hunt could take your career to the next level.
J.B. Hunt is proud to serve individuals of all abilities. If you need assistance completing your application, please contact us at .
J.B. Hunt Transport, Inc. affirms its belief in equal employment opportunity for all employees and applicants for employment in all terms and conditions of employment. J.B. Hunt is committed to both the spirit and the letter of affirmative action law and continues its good-faith efforts to comply with all applicable government laws and regulations. The company is committed to basing employment decisions on the principles of equal employment opportunity. J.B. Hunt will recruit, hire, compensate, offer benefits to, upgrade, train, layoff, terminate, and/or promote individuals without discrimination in regards to race, color, religion, sex, national origin, age, sexual orientation, gender identity, status as a qualified individual with a disability, status as a protected veteran, or other bases by applicable law.
J.B. Hunt Transport, Inc. offers reasonable accommodation in the employment process for individuals with disabilities. If you need assistance in the application process due to a disability, you may request accommodation at any time by calling 1- .

**Summary:**
As a CX Analyst Lead at Reality Labs' Customer Experience (CX) team, you'll be part of a global team that unlocks the power of customer feedback and insights to drive customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.
**Required Skills:**
Customer Experience Analyst Lead (Customer Support) Responsibilities:
1. Identify trends, opportunities, and pain points across Reality Lab's customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)
2. Monitor customer feedback to identify emerging trends and issues and performing root causes analysis
3. Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
4. Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
5. Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
6. Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights
7. Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
8. Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations
**Minimum Qualifications:**
Minimum Qualifications:
9. 6+ years of experience in data analytics, data science, or related analytical roles
10. 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles
11. Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL
12. Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
13. Experience working with customer support operational metrics
14. Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
15. Proficiency in data visualization tools (e.g., Tableau, Power BI)
16. Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools
**Preferred Qualifications:**
Preferred Qualifications:
17. Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
18. Knowledge of natural language processing (NLP) techniques
19. Experience working with Salesforce
20. Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
21. Knowledge of predictive analytics or ML/AL techniques
**Public Compensation:**
$110,000/year to $158,000/year + bonus + equity + benefits
**Industry:** Internet
**Equal Opportunity:**
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at

**Summary:**
As a CX Analyst Lead at Reality Labs' Customer Experience (CX) team, you'll be part of a global team that unlocks the power of customer feedback and insights to drive customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.
**Required Skills:**
Customer Experience Analyst Lead (Customer Support) Responsibilities:
1. Identify trends, opportunities, and pain points across Reality Lab's customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)
2. Monitor customer feedback to identify emerging trends and issues and performing root causes analysis
3. Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
4. Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
5. Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
6. Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights
7. Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
8. Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations
**Minimum Qualifications:**
Minimum Qualifications:
9. 6+ years of experience in data analytics, data science, or related analytical roles
10. 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles
11. Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL
12. Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
13. Experience working with customer support operational metrics
14. Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
15. Proficiency in data visualization tools (e.g., Tableau, Power BI)
16. Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools
**Preferred Qualifications:**
Preferred Qualifications:
17. Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
18. Knowledge of natural language processing (NLP) techniques
19. Experience working with Salesforce
20. Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
21. Knowledge of predictive analytics or ML/AL techniques
**Public Compensation:**
$110,000/year to $158,000/year + bonus + equity + benefits
**Industry:** Internet
**Equal Opportunity:**
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at

**Summary:**
As a CX Analyst Lead at Reality Labs' Customer Experience (CX) team, you'll be part of a global team that unlocks the power of customer feedback and insights to drive customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.
**Required Skills:**
Customer Experience Analyst Lead (Customer Support) Responsibilities:
1. Identify trends, opportunities, and pain points across Reality Lab's customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)
2. Monitor customer feedback to identify emerging trends and issues and performing root causes analysis
3. Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
4. Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
5. Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
6. Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights
7. Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
8. Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations
**Minimum Qualifications:**
Minimum Qualifications:
9. 6+ years of experience in data analytics, data science, or related analytical roles
10. 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles
11. Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL
12. Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
13. Experience working with customer support operational metrics
14. Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
15. Proficiency in data visualization tools (e.g., Tableau, Power BI)
16. Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools
**Preferred Qualifications:**
Preferred Qualifications:
17. Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
18. Knowledge of natural language processing (NLP) techniques
19. Experience working with Salesforce
20. Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
21. Knowledge of predictive analytics or ML/AL techniques
**Public Compensation:**
$110,000/year to $158,000/year + bonus + equity + benefits
**Industry:** Internet
**Equal Opportunity:**
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at

**Summary:**
As a CX Analyst Lead at Reality Labs' Customer Experience (CX) team, you'll be part of a global team that unlocks the power of customer feedback and insights to drive customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.
**Required Skills:**
Customer Experience Analyst Lead (Customer Support) Responsibilities:
1. Identify trends, opportunities, and pain points across Reality Lab's customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)
2. Monitor customer feedback to identify emerging trends and issues and performing root causes analysis
3. Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
4. Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
5. Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
6. Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights
7. Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
8. Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations
**Minimum Qualifications:**
Minimum Qualifications:
9. 6+ years of experience in data analytics, data science, or related analytical roles
10. 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles
11. Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL
12. Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
13. Experience working with customer support operational metrics
14. Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
15. Proficiency in data visualization tools (e.g., Tableau, Power BI)
16. Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools
**Preferred Qualifications:**
Preferred Qualifications:
17. Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
18. Knowledge of natural language processing (NLP) techniques
19. Experience working with Salesforce
20. Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
21. Knowledge of predictive analytics or ML/AL techniques
**Public Compensation:**
$110,000/year to $158,000/year + bonus + equity + benefits
**Industry:** Internet
**Equal Opportunity:**
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at

Who We Are

The Farmer's Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We're starting by radically improving the ninety billion dollar pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers' doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer's Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs
What We Stand For and Where You'll Come In

As a Support Specialist focused on escalations and fraud, you'll play a key role in navigating complex customer experiences with empathy, clarity, and a solutions-driven mindset. You'll engage thoughtfully and proactively with each interaction, championing our mission, brand, and core values to ensure every customer feels heard, valued, and supported.

In this role, you'll handle escalated conversations and address potential fraud across various channels. Working closely with internal teams, you'll ensure customer concerns are resolved with empathy and consistency, creating a smooth and supportive experience. Your ability to stay composed, communicate clearly, and think proactively will strengthen customer relationships.

The ideal candidate has experience supporting customers through sensitive situations, particularly around escalations and fraud. You're adaptable, thoughtful, and thrive in dynamic environments where processes are evolving. If you're passionate about meaningful work and excited to make a positive impact on the customer experience, we'd love to hear from you.

One Team: We don't think of ourselves as "Acquisition Marketers", "Engineers", "Data Analysts", or "Product Managers". Beyond denoting skill sets and areas of expertise, we don't think departments matter. We'd rather align ourselves to the goals we're working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER - getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren't tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there's a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We don't subscribe to "best practices" or "industry KPIs". We're uninterested in how we compare to "benchmarks"; instead we orient ourselves around being the best we can possibly be. Similarly, we don't subscribe to rigid or classical expectations of roles - i.e. acquisition is hyper-focused on improving customer retention and experience.

We Are Focused and Work Without Assumption : We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, "what's the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?". We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don't expect to be perfect the first time.
How You'll Make An Impact

• Engage with customers through various inbound and outbound communication channels (phone, email, SMS, reviews, and Sprout) to provide exceptional customer experiences and guidance, as well as address customer feedback and fraudulent activity
• Partner closely with teams across the business
• Manage and resolve complex customer experiences on behalf of The Farmers Dog, with a high level of support
• Assist with the credit card dispute process, including evidence gathering, submission, and customer communication
• Collaborate with leadership and cross-functional teams to identify trends and abnormalities in the customer experience (both leads and subscribers) while developing new insights and resources for effective fraud prevention and detection
• Support ongoing CX improvements and initiatives that will increase CX efficiency and effectiveness by contributing to the development of continuous education, coaching and internal communication content
• Support the overarching CX inbox as time allows

We're Excited About You Because

• You have at least 2+ years in customer service experience
• 1+ years experience in a specialist position; experience handling escalations, fraud or risk mitigation role is a plus
• You're comfortable with reaching out to customers through outbound calling, emailing and SMS, and you add a heightened level of empathy and human touch to each and every interaction
• Possess conflict resolution and crisis management skills that enable you to be confident having intricate conversations
• You pride yourself of taking initiative and ownership, are a self-starter, and have a strong attention to detail
• You'll bring an all-hands-on-deck mentality with an ability to remain calm and excel under pressure
• You love the challenge of turning a "loss" into a "win," exceeding customer expectations and Delivering Joy in a way that has the potential to turn a poor experience into a great one
• You possess the ability to identify root cause issues and have confidence in your conflict resolution skills to pair up with this
• You thrive on working within an organization that is ever-evolving by showcasing your flexibility and how you embrace ambiguity
• You have excellent time management and organizational skills; ability to multitask, prioritize tasks, and carry them out independently is a must!
• You are resilient. You are proud of your ability to de-escalate unhappy customers and turn them into advocates
• A background in fraud detection and prevention, particularly in e-commerce or subscription-based services, would bring valuable expertise to the role
• Basic legal and compliance knowledge would be a plus

Office Guidelines

We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement.
Our Belonging Philosophy:

At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives - leading to stronger decisions and deeper relationships.
We anchor this belief in a simple phrase: "Everyone's welcome at the dog park." No matter your background, identity, or role, there's space for you here. There's no one way to show up at the dog park- just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning, it's about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow.

We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps, and support from Humans to ensure we're listening and learning from our Team.

Together, these efforts reflect what Belonging means at TFD: a culture where everyone can thrive.
A Few of Our Best Benefits

• Dog-friendly office in Nashville
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically. In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer.
Equal Employment Opportunity Statement

The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights.
Reasonable Accommodations

TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

Who We Are

The Farmer's Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We're starting by radically improving the ninety billion dollar pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers' doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer's Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs
What We Stand For and Where You'll Come In

As a Support Specialist focused on escalations and fraud, you'll play a key role in navigating complex customer experiences with empathy, clarity, and a solutions-driven mindset. You'll engage thoughtfully and proactively with each interaction, championing our mission, brand, and core values to ensure every customer feels heard, valued, and supported.

In this role, you'll handle escalated conversations and address potential fraud across various channels. Working closely with internal teams, you'll ensure customer concerns are resolved with empathy and consistency, creating a smooth and supportive experience. Your ability to stay composed, communicate clearly, and think proactively will strengthen customer relationships.

The ideal candidate has experience supporting customers through sensitive situations, particularly around escalations and fraud. You're adaptable, thoughtful, and thrive in dynamic environments where processes are evolving. If you're passionate about meaningful work and excited to make a positive impact on the customer experience, we'd love to hear from you.

One Team: We don't think of ourselves as "Acquisition Marketers", "Engineers", "Data Analysts", or "Product Managers". Beyond denoting skill sets and areas of expertise, we don't think departments matter. We'd rather align ourselves to the goals we're working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER - getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren't tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there's a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We don't subscribe to "best practices" or "industry KPIs". We're uninterested in how we compare to "benchmarks"; instead we orient ourselves around being the best we can possibly be. Similarly, we don't subscribe to rigid or classical expectations of roles - i.e. acquisition is hyper-focused on improving customer retention and experience.

We Are Focused and Work Without Assumption : We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, "what's the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?". We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don't expect to be perfect the first time.
How You'll Make An Impact

• Engage with customers through various inbound and outbound communication channels (phone, email, SMS, reviews, and Sprout) to provide exceptional customer experiences and guidance, as well as address customer feedback and fraudulent activity
• Partner closely with teams across the business
• Manage and resolve complex customer experiences on behalf of The Farmers Dog, with a high level of support
• Assist with the credit card dispute process, including evidence gathering, submission, and customer communication
• Collaborate with leadership and cross-functional teams to identify trends and abnormalities in the customer experience (both leads and subscribers) while developing new insights and resources for effective fraud prevention and detection
• Support ongoing CX improvements and initiatives that will increase CX efficiency and effectiveness by contributing to the development of continuous education, coaching and internal communication content
• Support the overarching CX inbox as time allows

We're Excited About You Because

• You have at least 2+ years in customer service experience
• 1+ years experience in a specialist position; experience handling escalations, fraud or risk mitigation role is a plus
• You're comfortable with reaching out to customers through outbound calling, emailing and SMS, and you add a heightened level of empathy and human touch to each and every interaction
• Possess conflict resolution and crisis management skills that enable you to be confident having intricate conversations
• You pride yourself of taking initiative and ownership, are a self-starter, and have a strong attention to detail
• You'll bring an all-hands-on-deck mentality with an ability to remain calm and excel under pressure
• You love the challenge of turning a "loss" into a "win," exceeding customer expectations and Delivering Joy in a way that has the potential to turn a poor experience into a great one
• You possess the ability to identify root cause issues and have confidence in your conflict resolution skills to pair up with this
• You thrive on working within an organization that is ever-evolving by showcasing your flexibility and how you embrace ambiguity
• You have excellent time management and organizational skills; ability to multitask, prioritize tasks, and carry them out independently is a must!
• You are resilient. You are proud of your ability to de-escalate unhappy customers and turn them into advocates
• A background in fraud detection and prevention, particularly in e-commerce or subscription-based services, would bring valuable expertise to the role
• Basic legal and compliance knowledge would be a plus

Office Guidelines

We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement.
Our Belonging Philosophy:

At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives - leading to stronger decisions and deeper relationships.
We anchor this belief in a simple phrase: "Everyone's welcome at the dog park." No matter your background, identity, or role, there's space for you here. There's no one way to show up at the dog park- just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning, it's about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow.

We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps, and support from Humans to ensure we're listening and learning from our Team.

Together, these efforts reflect what Belonging means at TFD: a culture where everyone can thrive.
A Few of Our Best Benefits

• Dog-friendly office in Boca Raton
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically. In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer.
Equal Employment Opportunity Statement

The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights.
Reasonable Accommodations

TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

Job Description

Job Description

Description:

The Customer Experience & Support Admin plays a vital role as the primary liaison for customer repair cases while also managing a wide range of administrative support tasks. This role ensures a smooth and professional customer experience by coordinating repair authorizations, maintaining clear and timely communication between customers and the repair team, and keeping repair records up to date.

In addition to repair coordination, this position is responsible for processing RMAs, generating return labels, submitting customer orders, and managing issues related to freight damages and lost packages—including submitting claims and monitoring them through to resolution. The role also involves answering inbound support calls transferred from the Sales Team when inquiries are unrelated to sales, and providing additional phone coverage during peak periods such as holidays and Q4.

The ideal candidate is detail-oriented, highly organized, and dedicated to delivering timely, empathetic, and effective support in a fast-paced, customer-focused environment.

Requirements:

Admin Support:

• Create and manage RMAs (Return Merchandise Authorizations) for authorized returns.
• Generate and email return shipping labels to customers.
• Set up and process new customer orders as needed.
• Submit orders to DSV for drop ships.

Repair Service Liaison:

• Set up repair authorizations.
• Communicate via phone (inbound and outbound) and email to keep customers informed throughout the repair or return process.
• Make outbound calls to confirm repair status and collect payments.
• Serve as a liaison between customers and the repair tech team to ensure clarity and timely updates.
• Update repair cases in internal systems and manage case statuses.
• Provide reporting based on SLAs and repair statuses.
• Provide world-class customer service with professionalism, empathy, and attention to detail.

Support Call Handling:

• Answer inbound support calls transferred from the Sales Team that are unrelated to sales (e.g., technical support questions, order status, returns).
• Assist with general phone coverage during high-volume periods, including holidays and Q4.
• Deliver efficient and courteous phone support to ensure customer needs are met.

Damage & Loss Resolution:

• Review cases of damaged items to determine next steps, including freight claim submission if applicable.
• Submit and track loss tracers or claims with shipping carriers for missing packages.
• Maintain clear and consistent communication with customers through resolution.

Reporting & Documentation:

• Maintain accurate records in CRM and ERP systems for all cases (repairs, returns, damages, and losses).
• Run and present daily/weekly reports outlining key metrics and statuses
• Identify trends and collaborate with team members to improve processes and prevent recurring issues.

Qualifications:

• 2+ years in customer service, order processing, or logistics support (e-commerce or repair-focused environment preferred).
• Excellent communication skills (verbal and written).
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Proficiency in order management and CRM tools (e.g., Shopify, HubSpot).
• Comfortable handling phone-based communication and providing real-time updates.
• Positive, team-oriented mindset with a customer-first approach.

Why You’ll Love Working Here:

• Compensation & Benefits
• Competitive hourly pay with monthly bonuses and performance incentives
• Health and dental insurance plans
• 401(k) with company contributions
• Generous paid time off including vacation, sick time, and holidays
• Workplace Perks
• Fully stocked kitchen with endless coffee, lattes, and cappuccinos
• Monthly DoorDash pass to enjoy meals on us
• Hands-on access to high-end espresso machines and premium coffee gear